According to the latest Ghana Customer Service Index, Ghana’s overall customer satisfaction score has fallen sharply, dropping from 72 per cent (B) in 2024 to 59 percent (D-Plus) in 2025.
The report assessed customer experience across eleven key industries, using indicators such as trust, professionalism, competence, ease of doing business, process efficiency and customer-focused innovation.
The report also noted that, insurance sector emerged as the best-performing industry, with a satisfaction score of 71 percent, followed by the banking sector at 61 percent.
At the bottom of the rankings was the telecommunications sector, which recorded a 53 percent score, despite being one of the most digitised sectors of the economy.
The survey analysed feedback from more than five thousand customers across Accra, Kumasi and other regions. It found that trust remains the most important driver of customer satisfaction across all sectors.
Within the banking sector, Stanbic Bank recorded the highest satisfaction score at 76 percent, followed by Ecobank with 64 percent.
In hospitality, Aqua Safari remained the top-performing brand with an 81 percent rating, although this was down from last year.
Utilities ranked among the top four performing sectors, with Ghana Water Limited emerging as the best-performing utility.
In the public sector, the Ghana Revenue Authority led the rankings, followed by SSNIT and the Food and Drugs Authority.
The Institute says organisations must improve service quality and build stronger customer-focused cultures to restore public confidence.
